If you can't connect to the internet and are receiving messages such as "This page can't be displayed", "You aren't connected to a network", "Can't connect to Broadband" or you have no wireless signal on your device - then here are a few things you can check to try and fix the problem:-

Step 1 - Are other devices working okay?

The first thing to check is whether other devices (if you have any) such as desktops, laptops, phones or tablets can connect to the internet or not?

 

This will answer whether the problem is with one particular computer, or with your broadband connection.

 

If other devices in your home have a working internet connection then continue to Step 2.

 

If none of your devices will connect to the internet then proceed to Step 4.

 

Step 2 - Check Windows Connection Status

If other devices in your home have a working internet connection then the fault may be with one particular device rather than with your broadband connection.

 

On the computer that has no internet connection look for the network connection icon in the bottom right corner near the clock.

 

The example below shows that you have a wired connection e.g. a desktop computer.

 

 

The example below shows that you have a wireless connection e.g. a laptop or tablet computer.

 

Hovering your mouse pointer over the icon shows you which wireless connection you are currently connected to.

 

 

The example below shows that you have no network / internet connection.

 

Follow the steps here (Windows 10 / Windows 11) to reconnect your device to the wireless, or if using ethernet ensure that the cable is firmly connected.

 

 

 

Step 3 - Error Messages

Are you getting error messages in your web browser e.g. Google Chrome / Microsoft Edge

 

e.g. Privacy error / Not secure / Your connection is not private / turn on advanced protection.

 

 

If so then proceed to Step 7 and restart your router - AND - then restart also restart your computer as covered here.

 

Step 4 - Check lights on broadband router

The next step is to locate your broadband router and look at the lights, as this will indicate whether it is connected okay or if there is a problem.

 

The lights will vary depending on which router you have but in most cases they should look similar to the examples shown below:-

 

The following table explains what lights you should be checking for on the most common routers - similar logic should be followed for any router not shown:-

 

 

 

If the Power light is not lit on your router then check all power switches, power leads, wall sockets and extension leads in use to make sure they are working okay - if other items work fine from same wall socket but you still get no lights at all on your router then it is likely it has malfunctioned and you will need to contact your internet provider for a free replacement - see Step 8 below for contact details for most providers.

 

If the Broadband / Internet light is not lit or flashing amber/red then it indicates that the router is either not detecting a broadband (ADSL) connection or that it is failing to connect to the internet provider - check all cables and connections as per Step 5 and Step 6.

 

If all the lights are showing as expected then proceed to Step 7.

 

Step 5 - Check Cables/Connections

Double check that your router is plugged in correctly:-

 

Power Lead - this cable should lead from the back of your router and be plugged into a working wall socket.

 

Phone Cable - this cable should lead from the back of your router and be plugged into the ADSL (or Modem) socket on an ADSL filter (as shown below) which is then plugged into your telephone socket.

 

Ethernet Cable (optional) - if you have a desktop computer located near your router then this cable would lead from the back of your router to the back of your computer.

 

Step 6 - ADSL Filters

N.B. Skip this step if you have Full Fibre (also referred to as Fibre to the Premises - FTTP) as this does not require ADSL filters.

 

Every phone socket in the house which is in use needs to have an ADSL filter (as shown below) plugged in to it and any phones/fax machines then plugged into the socket marked phone on the filter.

 

 

If you have any spare filters then you can try changing the one used by the router to a new one to see if it will then connect.

 

You can also try unplugging everything from all other sockets except the main one where your router plugs in just in case a faulty telephone (or other device) is causing the problem.

 

Step 7 - Check Router Location

One of the first things to check is the location of your Wireless Router.  Several times I have found them located in cupboards, hidden behind furniture or stood behind TV’s and other electrical equipment.

 

To provide the best wireless signal your router needs to stand out in the open with a clear line of sight to the devices being used.  Never have it stood next to or behind other electrical devices such as TV’s, speakers, cordless phones etc as these all give off their own signal which can interfere with the wireless signal from your router.  

 

The router should ideally be located at least 1 metre away from other electrical devices.

 

Step 8 - Restart Router

Often restarting or powering off the router for a short time will solve the problem and allow the devices to reconnect:-

 

•If your router has a Restart button (like seen on the BT Home Hub) then press and hold this button until all the lights flash.

 

•For other routers without a Restart button either switch off using the power button located on the rear or side, or unplug from the wall socket - leave for a few minutes and then plug in / switch on.

 

Wait a short while for all the lights to settle down and stop flashing - you can now turn your computer back on and see if the problem is resolved.

 

Step 9 - Contact Internet Provider

If after doing all the above checks you still have no internet access and your router is still not showing as connected or is flashing then this indicates a fault with your internet provider or phone line.

 

You will need to contact your internet provider to make sure there are no known faults in your area - phone numbers for most providers below.

 

If your provider reports no problems and none of the above steps help then give me a call and I'll arrange a visit to diagnose further.